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4. The receipt of too much information creates confusion and
overload, causing individuals to act without being certain about what
is desired or expected.
5. Frequent changes in direction, creating confusion and multiple

shifts in appropriate response, making it difficult to determine what
would be a clear action to take.

Managing Conflict

It is possible to ensure that the process of managing conflict is as positive as

possible by sticking to the following guidelines: 172

• Make sure that good relationships are the first priority: As far as
possible, make sure that you treat the other calmly and that you try to
build mutual respect. Do your best to be courteous to one another

and remain constructive under pressure. 173
• Make conflict resolution the priority rather than winning or
"being right." Maintaining and strengthening the relationship,
rather than “winning” the argument, should always be your first
priority. Be respectful of the other person and his or her viewpoint.
• Keep people and problems separate: Focus on what happened,

not who caused it. Recognize that in many cases the other person
is not just "being difficult;" real and valid differences can lie behind
adversarial positions. By separating the problem from the person,
real issues can be debated without damaging working
relationships. By listening carefully you'll most-likely understand
why the person is adopting his or her position.

• Listen for what is felt as well as said. When we listen we connect
more deeply to our own needs and emotions, and to those of other
people. Listening also strengthens us, informs us, and makes it easier
for others to hear us when it's our turn to speak. To solve a problem
effectively you have to understand where the other person is coming

from before defending your own position.
• Set out the "facts": Agree and establish the objective, observable
aspects of the conflict that is likely to have an impact on the decision.

172 http://www.helpguide.org/mental/eq8_conflict_resolution.htm.
173 http://www.mindtools.com/pages/article/newLDR_81.htm.

David Kolzow 157